Solved: Poly X50 Running Slowly - HP Support Community

The_Jacob · ‎08-23-2023

Our Poly Studio X50 has recently become very slow. When booting, all animations will display at ~10 frames per second, and when booting to a Zoom Room it will not show a "Pairing Code" in the top-right and will not display the room name in the top-left.

The_Jacob · ‎09-11-2023

I sort of did, yes! The issue was remediated by leaving the X50 powered off overnight. That was able to fix the slowness issue. It is still only displaying part of the Zoom Room Information, but now that it is more responsive, it's close enough for me

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SteffenBaierUK · ‎08-24-2023

Hello @The_Jacob ,

Welcome to the HP community.

Unfortunately, Your post does not contain the currently used Software version for the HP Poly product or the Partner application you use.

This is important especially in the future when someone finds this post in days, months, or years to come.

For current Video products please include the Provider used.

I would suggest a factory reset of the Unit and the next step would be to work with our support organisation in your region. Details are in my signature.

Best regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

The_Jacob · ‎08-24-2023

Hello, thank you for your response. The software version we are using is 4.0.2.348012 (most recent according to Poly Lens) and we have also just factory reset the device and it is still slow. This happens while it is configured as a Teams Room & Zoom Room. I attempted to put in a ticket but the HP portal said the serial number was invalid. Thanks!

SteffenBaierUK · ‎08-24-2023

Hello @The_Jacob

that still does not answer what exact provider software version you are using when using a partner Application from Zoom or Microsoft.

I suggest you contact support. Details are in my signature.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

The_Jacob · ‎08-24-2023

Hi Steffen.

The Zoom Version that runs slowly is 5.15.7.3484

The Teams Version that runs slowly is 1449/1.0.96.2023031201

SteffenBaierUK · ‎08-24-2023

I suggest you contact support. Details are in my signature.

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

AVEngineer420 · ‎09-11-2023

Did you ever get a resolution for this?

nlev · ‎09-11-2023

I haven't seen this issue, but PolyOS 4.1 is available now so I would recommend upgrading if you haven't already.

The_Jacob · ‎09-11-2023

I sort of did, yes! The issue was remediated by leaving the X50 powered off overnight. That was able to fix the slowness issue. It is still only displaying part of the Zoom Room Information, but now that it is more responsive, it's close enough for me

AVEngineer420 · ‎09-11-2023

You most likely have the HDMI cable running to the display plugged into HDMI out 2 on the polycom X50. You should make sure to plug it into HDMI out 1. Plugging into HDMI out 2 will cause the slowness you were experiencing and the zoom screen to not display properly.

Poly X50 Running Slowly

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